Business Profile

Computer Software Developers

Microsoft

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,362 total complaints in the last 3 years.
2,129 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday, September 1st, 2023, I stopped receiving e-mails to my account though I did not notice until Sunday night/Monday morning due to needing to check my employee work schedule. When I tried to check I was given the notification that my account details needed to be fixed. Because of this I tried to fix the account details, but it asked me for my password. Since it was very early in or late depending on how you look at it, I failed two attempts before it locked me out of my account. I have multiple e-mails and passwords and I am neurodivergent. Sometimes it takes me multiple attempts to recall which password goes where, but this time it locked me out after two. I thought it wouldn't be a problem so I tried to recover my e-mail. It showed me that number to try to recover, but the number is my mother's phone number which is a Landline that does not receive texts. I was under the impression that I had changed this a while ago since I've moved. I tried to use my pin number to log in via the "Sign in with Windows Hello or a security key" (which is how I log into my LAPTOP SO IT SHOULD WORK SINCE IT IS THE ****** and I tried to use my mobile device for the pass key but it says there are No passkeys available?This is my business e-mail meaning that all my important documentation gets sent here like my work schedule. It's also connected to accounts that I cannot swap e-mails for because I need to be able to get into the one that's locked. Up until literally five days ago it was fine. I've tried all the recovery methods listed, the automated Microsoft authenticator immediately responds with the system has determined that the info I provided was not enough to validate ownership. Calling provided numbers gives me similar results - the automated voice telling me to go online and then hanging up after logging my number so if I call back to try again it hangs up after giving the basic spiel.I need to get back into this account immediately. Help.
Business Response
Date: 09/12/2023
Hi ***************************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.
Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Microsoft Outlook account was locked on August 30, 2023. I was prompted to enter a phone number to receive a security code via text. I did not have a cell phone and there is no phone number listed on my account. Instead, I have an email address listed to which codes should be sent. I reset my password 3 times but my account remained locked. I opened a different Outlook account just to be able to chat with online support, since the only way to reach support is to sign in which I could not do because my account was locked. I opened two tickets and both were unanswered and closed by Microsoft support. I was advised to submit an online form through one of the chats which I did 3 times. Each time I received no useful information from Microsoft Online Safety; the 3rd time I received a response that Microsoft was unable to assist me with my issue.
Business Response
Date: 09/12/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issues. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/19/2023
The response I received from Microsoft does not address the issue or any of my questions. In fact, I already submitted the form they are asking for now three times prior even though it seems to address a different issue, account recovery vs. my account being locked. My account does not need to be recovered; I can answer all the security questions and reset my password as often as I like. The issue is what I've stated over and over again, that instead of having the option to receive a security code to unlock my account via the recovery email I have on file, I am required to provide a phone number to receive a code via text. I have no phone number listed on my account nor did I have a cell phone with which to receive a text. That is the issue that needs to be addressed. I feel my questions in the complaint, which I had also asked them prior to filing the complaint, are very clear and remain unanswered.
Business Response
Date: 09/22/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau . We understand your Issue and will correct our first action, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/01/2023

Complaint: 20564160

I am rejecting this response because: I am still waiting for Microsoft to address the issue and questions in my complaint. I would give them more time but the BBB requires my response within 7 calendar days in order for my complaint to remain open.

Sincerely,

*********************
Business Response
Date: 10/05/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, our agent is gathering information to answer your questions as best as possible, please stay alert for their response.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023
Microsoft's response stated, "our agent is gathering information to answer your questions as best as possible, please stay alert for their response". So I will give them until next Tues before "rejecting" their response if I still haven't heard from them.
Customer Answer
Date: 10/17/2023

Complaint: 20564160

I am rejecting this response because: Microsoft has neither resolved the issue nor answered the questions in my complaint. Furthermore, I received an email from them this afternoon which I've attached indicating they've closed the case.
Sincerely,

*********************
Business Response
Date: 10/20/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated your case and we see that you told our agent that the account was already unlocked and you had access to it, thus our agent closed the case because the issue has been resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/23/2023

Complaint: 20564160

I am rejecting this response because: The issue has not been resolved and the questions in my complaint have not been answered.

Sincerely,

*********************
Business Response
Date: 11/07/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, However as mentioned before the agent answered the questions to the best of the knowledge,and the account has been unlocked, Microsoft will now consider this case as resolved as the issue has been resolved.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20564160

I am rejecting this response because: As this has been going on for so long now, I have cut and pasted my desired resolution. It is as follows: I requested and am still requesting answers to the following: 1) Why was I only given the option of receiving a security code via text when I had no phone number listed on my account and no cell phone with which to receive a text? 2) Why was I not given the option of receiving a security code by email to the gmail account I have listed to unlock my account? 3) How can I get support via chat, email or phone to unlock my account without having to sign into my account which I cannot do when it is locked? 4) Why was my account locked (I am looking for more specific information than due to suspicious activity or a violation of the Microsoft agreement), i.e., what specifically was the issue? The only question the agent attempted to answer was 3) above, but when I clicked the link he sent me, it did not allow me to receive the support I needed. The rest of what I've asked above remains unanswered and therefore, the complaint remains unresolved. I will just keep repeating this again and again until I receive the answers I've requested or Microsoft agrees to close this complaint as unresolved.

Sincerely,

*********************
Business Response
Date: 11/10/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. As mentioned before the agent provided you with answers to your questions. Quote
Why am I only given the option of receiving a security code via text when I have no phone number listed on my account and no cell phone with which to receive a text?
Why am I not given the option of receiving a security code by email to the gmail account I have listed to unlock my account?
To answer the two previous questions, I would like to ask you if you can provide me with a screenshot of the message that is displaying and what type of verification you are attempting to better understand the issue, as when investigating we can see that you only have one email address associated to your account.
How can I get support via chat, email or phone to unlock my account without having to sign into my account which I cannot do when it is locked?
Visit Contact - Microsoft Support
Why was my account locked (I am looking for more specific information than due to suspicious activity or a violation of the Microsoft agreement), i.e., what specifically was the issue?
The account ****************************** does not show any suspensions on our system

And when asking for more information about your account you stated that the issue had been solved and no further steps were needed. Thus Microsoft considers the case closed.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/22/2023

Complaint: 20564160

I am rejecting this response because: I already answered this on 10/6/23 in an email to me at ******************** from Tenoch *** ************ Manager, Microsoft Customer Support on 10/6/23. Since communication was sent to my email, it is not part of the communication history for this complaint. I've cut and pasted my answer which stated, "I cannot send you a screenshot as my account is no longer locked. My account was locked on 8/30/23 and remained locked for several days until I got a cell phone which I did not have [when the problem occurred] or want. I was then able to receive a text to unlock my account. It was my only option since Microsoft would not help me; they closed each of the five tickets and forms I submitted. Feel free to review tickets submitted under ********************** and online forms submitted, e.g., ref #SIR16131039 between 8/30 - 9/3/23.

If you need a screen shot, then lock my account again and tell me how I can send you a screen shot of it. Otherwise, you'll have to accept my description of the message I received which stated that my account was locked and prompted me to enter a phone number to receive a security code via text. That was the only option I was given to allow me to sign in. I have provided you all the information I have; if that is not enough to address this issue and provide the answers I have requested, we can close the BBB complaint as unresolved."

It is not reasonable to ask me to send you "a screenshot of the message that is displaying" months after the message was cleared. Microsoft did not ask for it at the time nor would they help me. The final communication I received to my 5th and final request for help was from Microsoft Online Safety on Sep 3, 2023 which stated, "Unfortunately, we are not able to assist with your issue." Additionally, I don't understand why you are asking "what type of verification you are attempting". So to repeat what I stated above, if you are not able to provide the answers I have requested, we can close the BBB complaint as unresolved."

Sincerely,

*********************
Initial Complaint
Date:09/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has charged me twice for the yearly subscription of Microsoft 365.First charge appeared on July 1st, 2023, for $******.Second charge appeared on July 9th, 2023, for $******.I had contacted Microsoft and asked for the refund, but they refused to refund me $ ****** They are committing a Fraud by double charging me for the yearly service.I have attached 2nd page of my billing statement for the month of July 2023.I have also attached the copy of Text script with Microsoft requesting for a refund.
Business Response
Date: 09/11/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After a 1 hour chat, I was able to discover that Microsoft has been debiting my account since 2019!! I have not used the service since I left ******* and in fact, I cancelled my service in may of 2019. The *** was unable to confirm the date that this so-called account was opened, stating only that he could see the date the company began arbitrarily charging me for a service I never requested and in fact, never used. I would like a refund of these charges. I never used the service and never approved the charges.
Business Response
Date: 09/11/2023
********
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox charges and refund request.

We are sorry for the situation you went through.

After further review of your account, based on the time you are not eligible for the previous charges which took place in the last years.

For further details, please visit this link
Terms of Sale -Microsoft Store read the segment 15. Return Policy
***********************************************************************************

We refund you one of the orders, subscription related to Microsoft office service which is under policy and eligible for reimbursement
Order c3e67ae9-2fb1-48c2-bfa3-7f8b6e084260 | c3e67ae9-2fb1-48c2-bfa3-7f8b6e084260
This was processed and may take 3 to 5 business days to be reflected on your bank account and up to 30 days depending on your financial institution.
The auto renewal is now off and you will not get any further charges.
For future issues, please visit Microsoft.com to get further assistance.
We are sorry for any inconvenience that this may have caused you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/12/2023

Complaint: 20561601

I am rejecting this response because:
I refute that I ever provided permission or authorization for this deduction from my account.
This is outright fraud. Should you dispute my position, please provide me with the original service confirmation showing that I elected to use your service , as well as the terms and conditions that I purportedly agreed to at the time.

Sincerely,

*******************************
Business Response
Date: 09/20/2023
Hi, Shakaira.

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox charges and refund request.

As indicated and unfortunately, you are not eligible for the previous charges which took place in the last years.

Terms of Sale - Microsoft Store read the segment 15. Return Policy

We will accept returns and exchanges for eligible products for 30 days from the date of purchase or download, as applicable. Any product you purchase or download that is not listed below as ineligible, or subject to separate return policies or terms, will be considered an eligible product for purposes of this Section 15. Simply return the eligible Product in like new condition and in its original packaging, along with all parts, components, instruction manuals, and documentation that were initially included. This Return Policy does not affect any statutory rights that *** apply to your purchase.

Additionally,

Ineligible Products. Some Products are not eligible for return or refund; unless otherwise provided by law or by a particular offer, all purchases of these types of Products are final and non-refundable. Products ineligible for return and refund include, but are not limited to, the following:
Digital apps, games, in-app content, in-app subscriptions, movies, TV shows, and associated content except Digital Game Products and Microsoft ************ Services (which are subject to the return policies below);
Third-Party subscription services billed through Microsoft (which are subject to the return policy below);
gift cards and service/subscription cards (e.g., Skype, Xbox Live);
products that have been personalized or customized;
special order products, if not part of a Store promotional offering;
random access memory ("RAM") products;
services that have been performed or consumed; and
clearance items or those marked with a designation such as "Final Sale" or "Non-Returnable".
We are sorry if this is not the response you were looking for.

For future issues, please visit Microsoft.com to get further assistance.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft again I isntalled my copy of microsoft windows 10 pro and they dismanteled it these are CRIMMANALS NOT BUSINESS OWNERS Brand new computer and when its installed said it had thje processor changed 4 years of my life and its the DEGENERATES from microsoft doing this went threw all my personal information I can tell this is another country and i want messuures from my US GOVERMENT to help me I bought 8 copys of windows 10 pro retail and i have very not nice people harrasing me you have to see what these DEGENERATES DID TO ME first 2016 ******* in hardware destroyed now it keeps going. They deactivated the server for windows update then you try to trobble shot it dont give you no infoirmation The one guy from the other report called me all he called me for was to get an email so he can deactivate 2 step he also told me he was going to call back never did DEGENERATES work for microisoft all that can see there is no real leadership with them they went threw all my things and just shuved me aside IMAGRANT GARBAGE I want help from someone. Im goin g to treat them lkike they are treating me as a custermer. I dont have to put a nice front up Im who I am and i know im better then who is doing thie to me for 4 years *******. The guy that called on the last phone call had to cjhange complaint to ticket and what is a ticket for them to make themselves better than Microsoft leadership need some serious help this is what destroyed America. Ive been held for 4 years online from making a living and trying to get it resolved but because of the phonies hiding and doing like cowards Its not getting fixed yet and im going to keep going foward becaiuse someones paying for what they did to me and tracking me like this doesnt work IM JUST ANGRE AND WHEN I GET THE HELP I NEED big moneys going to be paid out. First i know wht the fcc did with ******* 2nd ataching my old phone to a brand new carrier and Charter networks doent care its only one person were gonna see about that.
Business Response
Date: 09/12/2023
Hi *********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.
Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:09/05/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Canceled a Microsoft subscription and continue to be charged despite the credit card no longer being activate and there being no replacement card active/on file. This company is engaging in bank fraud. When my credit card company blocks one amount, they change the amount to circumvent the block. So I'm reduced to playing whack a mole every month in order to cancel a subscription. How is this legal?
Business Response
Date: 09/11/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/12/2023

Complaint: 20561121

Microsoft's response does not solve the issue at hand. They merely said they're "looking into it". There is no action to accept/reject yet.

Sincerely,

********************
Business Response
Date: 09/20/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ******* has been working with you on this issue. Upon checking, we were able to confirm the case remains active and being worked on. Please keep collaborating with our agent towards a resolution as theyre conducting an internal investigation. We sincerely appreciate your patience.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/23/2023

Complaint: 20561121

I am rejecting this response because:
I continue to get the runaround from microsoft. They ask for info, days go by, now they need more info bc they supposedly "can't find the account." No issues finding it when they charge an expired credit card.

Sincerely,

********************
Business Response
Date: 09/28/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ******* has been working with you on this issue. Upon checking, we were able to confirm the case has been closed as you stated you were able to cancel the subscription. As the support case has been closed as resolved, we will proceed to close this complaint as theres no further assistance we can provide regarding this matter.

We consider this complaint as closed. We wont answer further concerns regarding this issue.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/30/2023

Complaint: 20561121

I am rejecting this response because they did not address the issue or cancel/close the account.

Sincerely,

********************
Business Response
Date: 10/09/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we mentioned on our last communication, after reviewing your complaint and recent service request **********, we confirmed the case was closed as you stated you wouldnt complete the *** process our agent stated you had to follow and that you were able to cancel the subscription.

Considering this information, we will keep this complaint closed. No further concerns will be addressed regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20561121

I am rejecting this response because: every time I complete a step there is a new hoop to jump through. I provided them identifying information to find the account and cancel it but they return asking for more details. Microsoft has become malware.

Sincerely,

Droxene ******
Business Response
Date: 10/18/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we mentioned on our last two communications, after reviewing your complaint and recent service request **********, we confirmed the case was closed as our agent provided the steps you needed to follow to receive further assistance on this issue. You had to complete the *** process our agent requested, but you stated you wouldnt complete this process. Theres no further action we can take regarding this matter, this complaint will remain closed.

This complaint remains closed and no further concerns will be addressed regarding this matter.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product from them back in October of 2022. Device: ********************** Elite Wireless Controller Series 2 - Core Price is approximately $130 this device comes with a warranty for 1 full year (attached)I have sent my device in 2 times to be serviced both time I sent the device in for fixing they have sent it back and the issues are still there.I have tried multiple times to get in contact with them for the issue but there website says that this issue doesn't involve needing a live representative
Business Response
Date: 09/11/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/05/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am unable to play a lot of the games I've already purchased. I can even see the games in my purchase history. Microsoft wants me to rebuy games I already own. The account is ********************
Business Response
Date: 09/11/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox charges and refund request.

We are sorry for the situation you went through.

After further review of your account, based on the time you are not eligible for the previous charges which took place in the last years.

For further details, please visit this link
Terms of Sale -Microsoft Store read the segment 15. Return Policy
***********************************************************************************

We refund you one of the orders, subscription related to Microsoft office service which is under policy and eligible for reimbursement
Order c3e67ae9-2fb1-48c2-bfa3-7f8b6e084260 | c3e67ae9-2fb1-48c2-bfa3-7f8b6e084260
This was processed and may take 3 to 5 business days to be reflected on your bank account and up to 30 days depending on your financial institution.
The auto renewal is now off, and you will not get any further charges.
For future issues, please visit Microsoft.com to get further assistance.
We are sorry for any inconvenience that this may have caused you.
Sincerely,
Microsoft Corporation
Business Response
Date: 09/11/2023
Hi *****
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your charge issues and refund request.

We are sorry for the situation you went through.

After further review of your account, based on the time you are not eligible for the previous charges which took place in the last years.

For further details, please visit this link
Terms of Sale -Microsoft Store read the segment 15. Return Policy
***********************************************************************************

We refund you one of the orders, subscription related to Microsoft office service which is under policy and eligible for reimbursement
Order c3e67ae9-2fb1-48c2-bfa3-7f8b6e084260 | c3e67ae9-2fb1-48c2-bfa3-7f8b6e084260
This was processed and may take 3 to 5 business days to be reflected on your bank account and up to 30 days depending on your financial institution.
The auto renewal is now off, and you will not get any further charges.
For future issues, please visit Microsoft.com to get further assistance.
We are sorry for any inconvenience that this may have caused you.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
date of incident 9/5/23 - Microsoft will not allow me to reset my password. The written message I get is "You've requested too many codes today. Please try again tomorrow." Need help now this is for my alternate email address *********************** that is use as part of 2 step validations.I have spoken with the MS help desk case # **********. Advised they are powerless to assist. Requested to escalate and told that the department I'm in contact with cannot escalate to a service silo that can help. This is unactable. Respectfully request the BBB assist. In todays "AI" world if I cannot validate myself in step 2 access to many apps , programs or financial institutions is blocked "Microsoft *********************** We need to verify your identity How would you like to get your security code?Use an authenticator app Email wa*****@outlook.com Text ********56 You've requested too many codes today. Please try again tomorrow. Can you assist with this please?
Business Response
Date: 09/12/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issues. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/05/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transactions: 7/21/2023 and 8/29/2023 UNAUTHORIZED ****** x2 Filed claim with my bank for the first unauthorized (7/21/23), cancelled out debit card. Was charged by Microsoft again (8/29/23), without the company having any banking/debit card information. Filed another claim, cancelled another debit card. Bank (Santander) has no idea how Microsoft charged my account a second time without any actual information to charge. Called Microsoft on 9/5/23 to handle this in another way. I attempted to reach customer service through the chat- ***. left chat without warning and after saying she understood the issue and could help. I was then hung up on 4 times after that by 4 different reps. I provided a screen shot of the charges to the 2nd *** who escalated to supervisory assistance then rep. hung up when I was on hold. 3rd ***. transferred me to someone without warning from a completely different department that did not handle Microsoft 365 Family. The 3rd person then transferred me to someone who said I would receive an immediate call and would not listen to any information I was attempting to provide, then hung up on me. I have yet to get this handled and am now down $211.98 without my authorization and without Microsoft having any of my information to charge but somehow still charging my bank account. I did not provide any banking information at any time to Microsoft. No one is willing to solve this issue.
Business Response
Date: 09/11/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************

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